Technology Retail in the US
Apple now finds itself atop the US Technology Retail rankings alongside two other tech giants in the form of Samsung and Amazon. This comes after the company managed to grow its Overall Effort Score by +3 this quarter to 62.
This growth came as a result of the company increasing its scores in all four pillars with its Valuing the Customer score going up by +4 to 62. 46% said the way they understood their needs was 'excellent' and 56% of those surveyed said they were 'very satisfied' with the outcome of their communication or contact.
Speed of Resolving Problems, meanwhile, also saw a +4 increase to 59, with 47% saying they made it ‘very easy’ to achieve what they set out to do.
Style of Communication grew by +3 points to 66, while Knowledge & Expertise had a +2 point increase 62.
Customer Effort in detail
Style of Communication
66 vs 63 last quarter
52% say the politeness of their customer service agents is 'excellent'
47% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’
Knowledge and Expertise
62 vs 60 last quarter
48% rate the expertise of the customer service agent as 'excellent'
46% say the way details were clearly explained to them was 'excellent'
44% rate how well the customer service agent understood their particular problem or question as 'excellent'
Understanding & Valuing the Customer
62 vs 58 last quarter
46% say the way they understood their needs was 'excellent'
45% say the range of solutions or options that were suitable was "excellent"
56% say they were 'very satisfied' with the outcome of their communication or contact
Speed Solving the Problem
59 vs 55 last quarter
40% rate how easy it was to find the information they wanted on the website/app as 'excellent'
47% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"
47% say they made it ‘very easy’ to achieve what they set out to do
